Opening a Support Ticket — How to Reach the System Team

If there is a topic whose solution you cannot find in the guide articles, you can open a ticket directly to the Apt Yönet system team from the panel. You are contacted directly through your panel with the response — no email or phone required.

1. How to open a ticket?

Step 1 — Open the Support page

Click the Help → Support link at the bottom of the left menu. On the page that opens, there is a list of tickets you have opened so far. Press the "New Ticket" button at the upper right.

Step 2 — Select the ticket type

Select the most appropriate of the following four types:

• Bug — Something is not working as it should (e.g., I press the button and it doesn't respond, wrong amount is being shown).
• New Feature — You want a feature not in the system to be added.
• Question — You want to learn how a topic is done or why it works this way.
• Other — Situations that don't exactly fit the three above.

Step 3 — Select priority

Specify the urgency of the topic — for the support team to set the order correctly:

• Critical — The system is not working, your customers / residents are affected, immediate intervention is required.
• High — A job of yours is stalled but the panel is generally working; you expect a solution the same day or in 1-2 days.
• Medium — It makes your life difficult but is not urgent; being looked at this week is sufficient.
• Low — Information or suggestion; being looked at when there is time is enough.

Step 4 — Fill in the title and description

• Title — At most 200 characters. A short sentence that summarizes the topic. Like "Dues page not opening," "Trial Balance PDF inconsistent," "New feature: SMS automatic collection reminder".
• Description — Explain the issue in detail. Use the tips in the "What should I write?" heading below.
• Attachment (screenshot) — Optional. JPG/PNG at most 5 MB. If you are seeing an error message, be sure to add a screenshot — it speeds up the solution greatly.

Click the Send Ticket button at the bottom. The system saves the ticket and returns to the list page.

2. What should I write? — Components of a good description

For the system team to be able to respond quickly, specify the following in your description if possible:

1. What was I doing? — "I had started a 12-month accrual on the dues accrual page."
2. What was I expecting? — "The accruals would be created and the list would refresh."
3. What happened? — "The page turned white and an error message came up."
4. Is it reproducible? — "I tried again, same happened. / It happened once, then passed."
5. Which browser / device? — "Chrome — Windows 11" or "Safari — iPhone."

3. Where does the response come?

When the support team responds, a message is added to the same ticket page. A notification is sent to you on the panel (bell symbol in the top bar). When you click, you go directly to the ticket.

Seeing the response

1. Find your ticket from the Help → Support list (in the status column, "Answered" is written).
2. Open it — read the support team's message.
3. Write your response in the box at the bottom of the page and continue with the Send Message button.

4. Ticket statuses

If the ticket is "Answered" and you write a message again, the status automatically returns to "Open" — the system knows the team will look again.

5. Fast path in common issues

6. Emergencies — I cannot log into the panel

If you cannot log into your account at all, you cannot open a support ticket through the panel. In this case:

• Use the contact form of the promotional site.
• Briefly explain the topic, leave email + phone.
• The system team will directly get back to you.

Conclusion

The Apt Yönet system team closely follows the ticket flow so that panel users do not remain unanswered. With the correct type + correct priority + good description, the solution time is significantly shortened.